Last updated: May 2026

Doodle & Send is a trading name of Oh You Know Limited a company registered in England with registered company number of 12625943 (“we”, “us”, “our”).

We want you to love your order. As many of our products are personalised and made to order, our returns policy differs depending on the type of product purchased.

1. Personalised Products

This includes:

• Personalised greeting cards

• Custom artwork cards

• Any products created using uploaded customer images or drawings

• Custom printed items

As these products are personalised and made specifically for you, they are non-refundable and non-returnable unless:

• The item arrives damaged

• The item is faulty

• We have made an error with your order

This is in line with UK consumer regulations relating to personalised/custom-made products.

2. Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photos of the item and packaging where possible

If the issue is confirmed, we may offer:

• A replacement

• A refund

• Store credit

Depending on the situation.

3. DIY Kits & Non-Personalised Products

This includes:

• Colouring kits

• Craft packs

• DIY card-making kits

• Other non-personalised products

These items may be returned within 14 days of delivery provided:

• They are unused

• They are unopened where applicable

• They are in their original packaging

• They are in resaleable condition

Customers are responsible for return postage costs unless the item is faulty or incorrect.

Refunds will be processed once the returned item has been received and inspected.

4. Non-Returnable Items

We cannot accept returns for:

• Personalised/custom-made products

• Used DIY kits or craft products

• Downloadable/digital products

• Items returned damaged due to misuse

• Items returned without prior contact

5. Cancellations

As personalised products move into production quickly, orders cannot usually be cancelled once artwork has been submitted and production has started.

If you need to make a change or cancellation request, please contact us as soon as possible and we will do our best to help.

6. Refund Processing

Approved refunds will be processed back to the original payment method.

Please allow:

• 5–10 working days for refunds to appear depending on your bank/payment provider

7. Return Shipping

Unless an item is faulty or incorrect:

• Customers are responsible for return shipping costs

• We recommend using a tracked postal service as we cannot guarantee receipt of returned items

8. Contact Us

For returns, refunds or order support, please contact us via:
[email protected]

Please include your order number where possible.